Homewood Suites by Hilton St. Petersburg Clearwater — Hotel in Pinellas Park

I absolutely did not enjoy my stay. My vacation was ruined. On our first night we found a roach. It was a nightmare dealing with this hotel. I've stayed at plenty of Hilton's and never once received this kind of treatment with lack of apologies from senior management let alone any acknowledgement of any kind. I was the one doing all the communicating and was extremely patient. Then for literally no reason we were escorted out by police. We did not yell or fight but we're yelled at and your staff was confrontational. This was the worse form of customer service I have ever experienced with multiple opportunities to get it right your hotel failed to do so and in the end gave very little compensation. The embarrassment alone of being escorted out for basically asking questions is in itself ridiculous. Your GM should have called me, the assistant manager should have come up to my hotel room as he said he would he also should not have accused me of lying or implied it by saying he had to check the carpets were the same. Your maintenance man should have identified himself as such since he was wearing jeans and had a better manner. When asked are you maintenance he pointed to his shirt and was super rude when my husband asked questions. The assistant manager then called the room in a very personal attack mood. At each and every turn this hotel took our original complaint personal and not professional. All but Karen and Alfredo seemed helpful. Even though Alfredo did in his email imply that you hotel was never told about the issue til he was made aware by me which is not possible since Hilton honors had given both assistant and GM names to me and promised a call on Monday that never came, Alfredo at least was still very professional in his email and seemed sincere in his concern as did Karen. I will not recommend your hotel nor will we stay at any of these hotels locations anywhere. I have yet to hear for senior management on any of this and that says alot. They did not offer me anything management Alex or Alek left a note at front desk saying he's giving us 20,000 points as you know if you are a Hilton's honors person is like nothing when our stay was 150,000 point plus $500 which is around $1200 so he gave us like what 8% off it's crazy and their was no discussion it was just this is what I think your trouble is worth this in a note. How professional? Chuck the GM never took a call or made one to us. Neither did Alex I was the one that engaged every call or email. No one reached out ever. Til of course the day before our last day when Alex called yelling and then the cops came to escort my husband and I out. This experience has turned us off to Homewood...

The singular worst customer experience I have ever had in my life. Avoid at all costs. Giving it one star because zero stars isn’t an option.

Here’s my story:

This hotel is local to where I live. I booked a reservation several days in advance when I was scheduled to have flood remediation work done at my house due to hurricane Helene. Many people are displaced so I felt fortunate to find a hotel at all. I had a good experience with the Homewood Suites in Lake Buena Vista when I evacuated the previous week so I decided to give them a try here in town.

After 14 hours of back-breaking work, I packed up my stuff — and my three cats — to head to the hotel to check in, looking forward to a nice relaxing stay where I could unwind from the incredible stress that disaster recovery brings.

I arrived at 8:22 p.m. and was greeted by a sign that said the only employee at the check-in desk was “assisting other guests.” Being exhausted and having three cats waiting in the car while I checked in, I was nonplussed by this. Here’s an idea: HAVE MORE THAN ONE PERSON ON STAFF.

After about 10 minutes, the clerk emerged from behind a wall in back of the check-in desk. I can’t be sure but I got the impression he was asleep back there or something because he came out adjusting his clothes and even said, “There was nothing going on back there.” Um, okay?

But that was just the beginning of this nightmare. So I give him my name and he informs me that the hotel has been oversold, that my reservation has been cancelled and that Expedia should have contacted me to let me know.

I shared with him in no uncertain terms that I had not received any communication from anyone regarding a cancellation of the reservation. I immediately engaged the customer service at Expedia, and the reservation still showed as active on their end.

When I asked the clerk who canceled the reservation, he said that the general manager, Charles DePasquale (sp?), had canceled it. Of course, Charles wasn’t available at 8:30 at night to discuss it.

unlike me, presumably he had a comfortable home to return to. I, however, did not. But I also had nowhere else to go.

So here I am, back at my house, which is essentially unlivable, because it was either that or sleep in the car with three cats.

The moral of the story and the lesson that you should all take away from this is that if this hotel gets overbooked, they can and will bump you at a moments notice without any notification. You too could find yourself out on the street with no place to sleep.

So my advice to you is to book literally anywhere else. This establishment is not run by serious or...

Issue 1 - The housekeeping staff are very good. The rooms are clean and spacious. The some of the front desk staff leaves something to be desired however. We have been here for about a week and a half now. So, you have to get your room key updated each week. The room was listed in my fiance's name. So I couldn't use the key, i went to the desk to get it keyed again. The person asked for my ID, I have previously had it done before no one asked for ID. Mind you, I have been all around the hotel at this point. So, I gave it to her, she barely glances it and hands it back...So being the inquisitive person I am, I asked her, If I am not on the room how does that verify that I am in the room??...I wasn't seeing the logic...Then she looks at me strange and says well I have seen you around the hotel. Um ok, so if you claim you've seen me around the hotel. Why are you just now asking for an ID. I could have been a mad stalker...Now there is concern of who I am. I don't get it...Again, I have been here almost 2 weeks....Then she says, oh I am not trying to give you a hard time...

Issue 2 - Today I wanted to go to the pool but I knew there was a chance of rain. So, when I went to the pool it was locked. I figured it may have been because of the chance of rain. So once again I went to the front desk to see if it was closed for the day or temporary...I asked the person if it was closed. She said it was closed for now because of the weather. They will open it later on. Totally understandable, so I went out to the pool area and just sat out there to wait to see when it would open again. I was out there for at least an hour. No one ever came to open it or check to see if anyone wanted it opened. A father had left his shoes in the pool area. He had to get his son to go over the fence to get his shoes...Mind you, the sun was shining very brightly at this point!!..I continued to just sit there to see how long it would take for someone to come out to open it. So, finally this white couple comes out with their 2 sons ready to swim. The gate still locked. They went in to the front within a matter of minutes. Here comes a young man to open the pool. Whala...just like that...I am not that person to pull out the race card by any means. I come from a very diverse background, but the father with the missing shoes by the pool and myself are both of brown skin tones....